Category:Knowledge Management

From IT frameworks

A key process in the Service Transition life cycle phase.

Knowledge Management ensures that the appropriate information is available to the right person, role or process at the correct time. This guarantees that informed decisions are made.

Contents 1 Goals & Objectives 2 Terminology 3 Roles 4 Scope 5 Activities 6 Interfaces 7 Inputs/Outputs 7.1 Inputs 7.2 Outputs 8 Value to the Business 9 Implementation 10 Challenges to implementation 11 Tips for exam 12 References and resources

Goals & Objectives

• Ensure re-usability of knowledge important to the IT organisation by structuring, storing and distributing information.
• Ensure that the service delivery is transparent, so that staff have a clear understanding of the value they provide to the Business.

Terminology

• SKMS: Service Knowledge Management system
• DIKW: Data, Information, Knowledge, Wisdom

Roles

Knowledge Manager: Responsible that the Knowledge Management process runs as defined and that the set goals and objectives are met.

Scope

Life cycle wide. Relevant to all ITIL life cycle phases.

Activities

• Identification: Identifying relevant knowledge
• Documentation: Gather relevant knowledge
• Maintain SKMS: Keep knowledge up to date in SKMS.
• Visualisation: Present knowledge in an appropriate manner.

Interfaces

Interfaces with all processes in the ITIL v3 Service life cycle.

Inputs/Outputs

Inputs

• New information
• Changed information
• Obsolete information

Outputs

Relevant and up to date SKMS

Value to the Business

Correct and appropriate information enabling informed decisions at the right time to the right people.

Implementation

Challenges to implementation

Tips for exam

References and resources

Service Transition, OGC